This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org Last week I had the honour of being a judge at [...]
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the 'Office of the Customer and Customer Experience Strategy' at telco giant, AT&T. One passionate CX Professional [...]
This article was originally written for my exclusive column on mycustomer.com - a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience [...]
All CX professionals have a plan. It is what defines us as passionate leaders in our field. We have multiple ideas in our minds of what we want to do and how we want to do them when we enter an organisation for the first time. Joining an organisation at the start of its CX journey is a little like putting [...]
Have you ever watched Ramsays Kitchen Nightmares? Yes I know that Mr Ramsay is the kind of guy that people love or hate, but there is no doubting that the man is extremely talented. Many people have an issue with him due to his choice of language - but I have always admired him - [...]
There is one thing I can guarantee that everyone reading this blog can agree with - we all know what it feels like to be a customer. We are all consumers. We all interact with different organisations every day - utility companies; the post office; telecoms companies; retailers; restaurants; hotels; petrol stations; dry cleaners - we [...]
The benefits of social media in the business world have been a hot topic of conversation for a few years now. Many businesses have started to adopt 'social media strategies', and are using the likes of Facebook and Twitter for marketing and customer service among other things. It is true to say that social media [...]
I am often asked how best to influence all levels of an organisation to focus on the customer. 'How can I get the board to listen to me?' 'I have the facts, but nothing ever changes'. 'Why do we keep taking customers for granted, despite knowing what to do to make their experience better?'. All [...]
What do the phrases 'you cannot be serious!'; 'pushing water uphill'; and 'banging my head against a brick wall' have in common? They are all phrases very likely to have been uttered by every CX professional ......on more than one occasion. The famous tennis player, John McEnroe, would often allow his passion for his trade [...]
I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or accountant, this would be an extremely simple question to answer. In fact, [...]
